The Reward

3 weeks ago

Sydney, Australia City Recital Hall Full time

Front of House Manager

***

MY PURPOSE

The Front of House Manager is responsible for the
Front of House operation, bringing vision and
strong leadership qualities to deliver exceptional
audience experiences and public safety in our
1238-seat concert hall. To elevate City Recital
Hall’s audience experience and deliver peerless
service.

The role ensures seamless integration between
event planning and delivery through active
operational leadership of a team of casual staff
during performances.

Flexible working hours are based on performance
schedules, which vary weekly. Lead the team at
show time on evenings and weekends as required.

OUR PURPOSE

To make City Recital Hall a performing arts
centre renowned for its inclusive
contemporary and classical music
programming, elevated audience experience,
and world-class acoustics.

Our Values
- Connection - Live music connects people
- Imagination - Creativity produces better
performances
- Excellence - Reputation is built through
excellence
- Sustainability is the key to lasting impact

Amplify City
Recital Hall

brand

Develop our
People

Enhance
City Recital

Hall

Strengthen
our

reputation

Become
Sydney’s

music
destination

REPORTING LINE

OUR STRATEGIC FOCUS

Bar Manager Audiences
Event

Managers
Venue Hirers
& Suppliers

KEY RELATIONSHIPS

Front of
House Staff

Operations
staff

CEO

BAR MANAGER

BAR STAFF FRONT OF HOUSE
STAFF

FRONT OF HOUSE
MANAGER

Front of House Manager

***

MY RESPONSIBILITIES

**Responsibilities**:
Duties
- Teamwork and Customer Service: Lead and inspire the Front of House team in all aspects of service

delivery; ensure memorable experiences for audiences; contribute to event planning; resolve
complaints and incidents in the first instance and understand when to escalate issues.
- Staff Management: Lead by example to manage consistency and excellence across a team of casual
staff; recruit and train team members; and mentor staff to continuously improve customer service
standards to instil pride in the team.
- Administration: Plan and manage rosters and approve timesheets; oversee third-party merch. sales
- Workplace Health and Safety: Act as Chief Fire Warden (or delegate to Deputy) during performances

and take control of emergencies, including evacuation where necessary; assist with emergency
training; work with the Bar Manager to enforce Responsible Service of Alcohol and Liquor Licence
conditions; adhere to best industry practice and all relevant WHS regulations; participate in the Work
Health and Safety Committee.
- Performance Indicators- Awareness of customer expectations with consistently high customer service standards and team
- performance- Self-awareness, with strong professional conflict resolution techniques in de-escalating dispute
- situations- Detailed knowledge of the organisation’s emergency evacuation procedures and readiness to
- implement them confidently and competently- Timely, accurate and financially responsible staff rostering and administration

MY ATTRIBUTES, SKILLSET AND BEHAVIOUR
Criteria
Essential
- Ability to problem solve and lead calmly under pressure
- Excellent interpersonal, leadership, diplomacy, customer service and communication skills
- Experience and confidence in taking a leadership role in emergency response
- Extensive experience managing real-time customer interface and a large casual workforce
- Proven administration, rostering, people management and reporting skills
- Willingness and availability to work to a variable roster, including regular evening and weekend shifts
- Current NSW Responsible Service of Alcohol (RSA) competency card (or willingness to train)
- Current First Aid Certificate (or willingness to train)
- Current NSW Working with Children Check clearance for paid employment
- Desirable- Qualifications or experience in event or hospitality management
- A genuine passion for live performing arts
- Experience- Experience managing a customer service team at a performing arts, hospitality, or similar high profile
- public venue- Demonstrated leadership of a diverse casual workforce to deliver excellent customer experiences

Attributes and Behaviours
Connection
- Inspire the team through effective communication

Imagination
- Value ideas and embrace change

Excellence
- Create Sydney’s best Front of House team

Sustainability
- Foster a respectful, resilient, and happy team culture

Front of House Manager

***

ACKNOWLEDGEMENT

I accept the position description as stated above and that the position description may need amending and
updating periodically due to changes in responsibilities and organisational requirements. Changes to the position
description will be consistent with the purpose for which the position was established.

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